--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Agent Chat release notes for upgrades from Zurich to Brazil # Combined Agent Chat release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agent Chat Release Notes for Upgrades from Zurich to Brazil This consolidated release notes document helps ServiceNow customers understand the evolution of Agent Chat features from Zurich through to Brazil releases. It highlights new functionalities, key changes, activation steps, and important considerations for upgrading to the Brazil release. This summary is designed to guide customers through preparing and successfully implementing the upgrade, ensuring they leverage the latest capabilities effectively. Show full answer Show less ## New Features * **Zurich Release:** Introduced support for third-party chat integrations allowing real-time message updates, accurate attribution of messages to customers and agents, seamless transfers to third-party chat systems, and configurable display options for Contact Center as a Service (CCaaS) chat requirements. * **Brazil Release:** Added customizable inbox notifications that alert agents of newly assigned work items even outside of the workspace, enhancing awareness and response times. * **Brazil Highlights:** Agents now interact using natural language, simplifying the user experience and reducing training needs. Agent Chat integrates directly with ServiceNow workflows, enabling agents to access customer context and update records without switching systems. AI-powered responses and automation streamline routine inquiries, boosting agent productivity and job satisfaction. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations reported for Agent Chat features between Zurich and Brazil releases. ## Activation and Configuration * Agent Chat is a ServiceNow AI Platform feature requiring activation of the **Agent Chat plugin (com.glide.interaction.awa)**. * Activation details remain consistent across Zurich and Brazil releases; customers should follow the documented configuration instructions to enable and configure Agent Chat. * Agent Chat is available through the ServiceNow Store. ## Additional Considerations * No additional requirements, browser compatibility updates, accessibility changes, or localization considerations were introduced from Zurich through Brazil releases. ## Practical Impact for ServiceNow Customers Upgrading to Brazil enhances Agent Chat with improved third-party integration support and more intuitive, AI-driven agent interactions. Customers can expect a streamlined agent experience that reduces complexity and increases efficiency by integrating natural language processing and automation directly into their workflows. The new notification features help agents stay informed and responsive, ultimately improving customer service quality. Consolidated page of all release notes for Agent Chat from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agent Chat release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Brazil. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Agent Chat to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentchat-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Agent Chat. {#dfrn3-agentchat-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Third-party chat integrations](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) : Use the new customer message area for third-party chat integrations to see these features: * Third-party chat providers can update messages in real time. * Individual messages from third-party bots are correctly attributed to the appropriate customer and agent. * Agent and queue transfers to third-party chat systems are supported. * Show or hide capabilities for specific Contact Center as a Service (CCaaS) chat integration requirements can be configured. | | Australia | No updates for this release. | | Brazil | Customize Agent Chat inbox : Receive notifications of newly assigned work items in your inbox, even when you're working outside of the workspace. This new notification flag ensures that you don't miss assignments. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agent Chat features. {#dfrn3-agentchat-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Agent Chat features or functionality were removed. {#dfrn3-agentchat-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Agent Chat features or functionality were deprecated. {#dfrn3-agentchat-summary__entry__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent Chat. {#dfrn3-agentchat-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see [Configuring Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=zurich&ft:locale=en-US). Important: Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | Activation information : Agent Chat is a ServiceNow AI Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see [Configure](https://www.servicenow.com/docs/access?context=ci-agent-chat-configuring&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Agent Chat, such as specific requirements or compliance levels. {#dfrn3-agentchat-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agent Chat we have noted them here. {#dfrn3-agentchat-summary__entry__82} | Release | Release notes | |-|-| | Zurich | Integrate and use Agent Chat with third-party chat apps. See [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | * Agents interact using natural language, reducing the learning curve and allowing them to handle customer inquiries more intuitively without navigating complex menus or forms. * Agent Chat connects directly to ServiceNow workflows, enabling agents to access customer context, update records, and resolve issues without switching between systems. * AI-powered responses and automation handle routine inquiries, freeing agents to focus on complex, high-value interactions and improving overall productivity and job satisfaction. See [Agent Chat](https://www.servicenow.com/docs/access?context=ci-use-agent-chat&family=brazil&ft:locale=en-US) for more information. | [ ]